Devon & Somerset Fire & Rescue Service

A different approach to emergency communications

When Devon & Somerset Fire & Rescue Service needed a new way to connect the county’s fire stations, it was clear that a cost-effective, yet uncompromisingly resilient, solution was required.

The Service wanted a single high-speed network that could add resilience to both 999 and non-emergency calls, and additionally provide a fast, reliable administrative infrastructure across all its fire stations.

Working in partnership with MLL Telecom, we deployed a sophisticated licensed microwave radio link between the Service’s Headquarters and ntl:Telewest Business. By integrating the flexible MLL radio service to connect the Headquarter site into our managed network, each of the 82 stations in Devon and Somerset – with which the Service has merged – has access to cost-effective and highly reliable network services, such as our Internet Protocol Virtual Private Network (IPVPN) and Managed Internet offerings.

Optimising Licensed Radio (microwave) technology

To run such a critical service for Devon’s one million plus residents it was vital that the Devon Fire & Rescue Service maintained a totally resilient network infrastructure. By adding this wireless radio link from MLL Telecom to form part of our overall IPVPN solution, it gave the physical diversity that Devon & Somerset Fire Service wanted. This added resilience crucially gave them the reassurance they needed to confidently mobilise appliances across this network throughout Devon and Somerset.

Andrew Biddlecombe, Senior Product Manager IPVPN at ntl:Telewest Business, comments, "MLL is an approved product supplier to ntl:Telewest Business, being our partner of choice for wireless last mile solutions."

A different approach to solution design

As the geography of the region would make installation of a fibre network complex and time consuming, our engineers had to consider a different approach – leading them to propose a radio link. This technology, recommended and delivered by our partner MLL Telecom, was able to function in perfect harmony with our own to give Devon Fire & Rescue Service a cost-effective result in a short space of time. This combined solution now provides a completely assured and diverse route from the fire service’s existing connections, and gives the essential secondary resilience needed to back up 999 calls.

Beginning with a successful pilot, and moving onto a phased implementation across all of Devon’s fire stations, the radio and IPVPN installation went without a hitch. Tony Sercombe, ITC Manager at Devon & Somerset Fire & Rescue Service, confirms, "The new network was introduced smoothly by ntl:Telewest Business, on time and within budget, without interrupting our operations."

Introducing technology to mobilise fire engines

Having a robust infrastructure spanning every fire station in Devon ensures that emergency 999 calls are now fully backed up on a totally separate route. And, as well as handling all other calls, the high speed network also runs a new application that despatches fire engines to emergency call outs.

In the past, expensive, and rarely used individual wire connections handled this process. Now, specialist software running on the network makes up-to-the-minute information available to the control room, detailing incidents in progress and enabling staff to mobilise and monitor fire engines more quickly and efficiently.

Furthermore, following the merger with the Somerset fire service, both counties can now take full advantage of a 10Mb Managed internet access connection for all their IT needs. Every fire station, administration centre and the combined Service’s HQ are linked – allowing documents to be held and accessed centrally, and ensuring that procedural and training documents are standardised right across the Service.

"We now easily communicate with the public using our website, and quickly answer queries on fire safety matters by email," Tony explains. "The network also handles many administrative applications, such as financial programmes and presentation software, whilst high speed email gives us more efficient internal communications."

Higher speed, reduced costs

One of the key benefits of the solution is clearly cost savings. Nigel Loveland, Account Manager at ntl:Telewest Business, comments, "Working together with MLL Telecom enabled us to create a bespoke, cost-effective solution that fully met the needs of the Service."

Tony adds, "With the new network handling all our admin at a high speed, and additionally mobilising our fire engines, we’ve been able to combine operationally critical tasks and simultaneously cut costs. The partnership between ntl:Telewest Business and MLL Telecom has provided us with a real win-win situation, giving us excellent value for money and a highly robust solution."

Also vital to the project was our strong, long term relationship with the Service. Nigel explains, "We work well as a partnership, and are very open and honest with each other." Tony concludes, "We have a very good relationship with ntl:Telewest Business – everything’s always handled quickly and efficiently."

What it has made possible

Our solution was designed to deliver a cost-effective and future-proof network, able to grow and change as required. This scalability was proved when the Devon Service joined forces with Somerset shortly after the initial installation, and we merged all of Somerset’s stations seamlessly into the network within just two months.

There are now over 2,000 users on the network, spread over 90 sites. In addition to the critical emergency call back up, each site has fast, accessible IT access, handling a range of functions and providing continuity across all 82 fire stations plus support offices in Devon and Somerset. Tony’s now looking forward to the network’s future potential. "We’re looking to increase the services we run on the network, including adding Voice over Internet Protocol (VoIP) for internal and external calls. We’re also planning to use the system to enable home working, to offer our administrative staff more flexible working arrangements into the future."